Senior Analyst - Microsoft Dynamics Customer Service

Job description

As a Senior Analyst - Business Systems, you will be responsible for developing, deploying, and supporting business applications which automate exiting manual process and reporting for the assigned organization(s). Responsibilities: Qualifications: - Lead end‑to‑end business requirement gathering with Customer Care, Operations, Sales, and Support teams, acting as the primary liaison between business and IT - Facilitate workshops to capture current‑state and future‑state customer service processes, including case intake, resolution, escalation, and closure - Translate business needs into clear, testable functional requirements and design artifacts (BRD, FRD, user stories) for Dynamics 365 Customer Service implementations - Own functional design for Case Management, including creation, updates, SLAs, entitlements, queues, routing rules, and assignment logic - Define and validate Business Process Flows (BPFs) to standardize case lifecycle and agent workflows - Partner with solution architects to determine out‑of‑the‑box vs customization decisions and ensure fitment to Dynamics capabilities - Support design of AI‑assisted triage and case deflection, including basic Power Virtual Agent (...